Case Study: East Midlands Railway achieves rapid, reliable customer communications during travel disruption with RedEye

EMR and RedEye working together in times of travel disruption

East Midlands Railway (EMR) faced repeated journey disruption and periods of industrial action that required rapid, customer-focused communications. To manage urgent service messaging and contact affected bookers at very short notice, EMR partnered with marketing automation vendor RedEye, leveraging RedEye’s Single Customer View and a dedicated customer success team.

RedEye created advanced segments from EMR’s customer data, provided quick reference data exports, and produced and deployed service-message email creatives at short notice. As a result, RedEye enabled EMR to rapidly notify affected customers, keep journey information up to date, and give travellers time to plan their journeys—helping EMR maintain a high level of customer service during disruption.

East Midlands Railway

Kate Smith

Lead Marketing Manager